The Feedback Dashboard will allow you to get access to useful information and insights relevant to the Feedback add-on you're using with your eDesk account. 

This help file will guide you through the definition of all statistics available on the Feedback Dashboard.


Before you start

 
  • You’ll need an Admin login to eDesk. If you don’t have an Admin login, you can request one from an Admin user within your business.
 
  • You'll need to have the eDesk Feedback add-on added to your eDesk account. To find out more about this, click here. 

01 Overview

The first tab in the Channel Dashboard would be the Overview section, this chart displays the number of orders received and the number of feedback messages sent. On the top right, change the date range to analyse a specific timeframe.

  • Orders The chart shows your total order against the Feedback Rule you have in your account. 

  • Sent The chart shows the number of emails sent for this specific Feedback Rule. 

  • Languages This shows how many emails were sent in each language for this Feedback Rule.

02 Feedback on eBay

If you're requesting feedback on eBay and wanted to data for this channel in more detail, you can observe the chart below.
From there, you'll be able to quickly view your positive feedback rating performance for eBay and your negative rating performance from Amazon.

Pro Tip: you can hover on the graph to get more detailed information.

03 Messages sent by Marketplace

This next section will display the number of messages sent per marketplace. On the left-hand side, you will see the Feedback Rule.

  • Orders The chart shows your total order against the Feedback Rule you have in your account. 

  • Sent The chart shows the number of emails sent for this specific Feedback Rule. 

  • Languages This shows how many emails were sent in each language for this Feedback Rule.

04 Feedback received

On this next tab, you will be able to view recently received reviews from customers on Amazon, FNAC & eBay.

You can choose to display the most recent ones or only the negative.
Note: you will only see negative feedback data for Amazon in your eDesk account, as positive feedback data is not available through Amazon's API. 

05 Amazon Feedback Quota

This section of the Feedback Dashboard will give you insights into your quota. Amazon limits how many messages your seller account can send in a day, therefore we're displaying data on how many messages you've sent and how much usage you have left.

By doing so, we're preventing you from reaching Amazon's limit and not being able to send messages to your buyers.

  • Channel: the channel you're selling on.

  • Messages Sent (Last 24h): the messages you sent on this channel in the last 24hrs.

  • Message Quota: the number of messages that can be sent for each order.

  • Average Orders (Last 7 days): the average number of orders you've had for this channel in the last 7 days.

  • Quota Usage: the number of messages sent after reaching the channel's quota.

06 Negative Feedback Received

This last section will allow you to consult any negative feedback received and will give you some options to deal with it.

  • Feedback Rating: the star rating you received for this order.

  • Channel: the channel the order was placed on.

  • Order No.: the order number.

  • Comment: the feedback left by the buyer.

  • Order Date: the date the order was placed on.

  • Feedback Date: the date the feedback was left on.

  • Feedback Rule: the message that was sent to the buyer.

  • Options: the options available in eDesk to deal with this feedback. You can choose to:

    • Reply in eDesk
    • View Feedback on Amazon
    • Manage Feedback on Amazon

  • Status: this allows you to choose the status of this feedback. You can set it to:

    • In Progress
    • Resolved
    • Feedback Removed

Further Readings

 

If you would like to find out more about the Channel Dashboard in eDesk, click here.

If you would be interested in learning more about the Mailbox Dashboard, click here.
​​​​​